Find how to complain to your phone or internet company and where to go for more help.
Steps to making a complaint
Penalties are usually charged when you end a phone or internet plan early. Check your terms and conditions for early termination charges. These should be on the company's website. Talk to the company's customer services team, if they're unclear.
Early termination/cancellation fees may apply if you:
- agreed to a fixed-term plan and cancel before it ends, eg 10 months into a 12-month contract
- transfer to a cheaper plan with the same company.
How much you're charged depends on your terms and conditions. Factors may include:
- type of plan
- time left on plan
Ask if there's a fee to change from ADSL/VDSL to ultra fast broadband. Some providers add early termination and installation fees if you switch before your current plan ends.
Switching providers can cost you extra, whether you are on an open term or fixed plan.
- Fixed plan — cancellation fees if you end the plan early.
- Open term plan — overlapping bills, eg being charged a whole month for just a few days'/weeks' service.
For both kinds of plan, check the best time to cancel to avoid these fees.
Cancel an open term plan
Check how much notice you need to give before cancelling. Find this in your terms and conditions, or ask your provider.
It's best to cancel at the end of your billing period. Your billing period — or billing cycle — are the dates you're charged between, eg from 25 of one month to 24 of the next month. If you cancel mid-way through your billing period, you could be charged for a whole billing cycle, even if your connection ended part way through.
Example of when you might cancel:
- Notice period = 30 days
- Billing period = 25 of month to 24 of next month
- Best time to cancel = 24 of month
This is an example only. For your notice and billing period, check your terms and conditions.